During December 2013, Volunteer Federal is converting to a new processing system that will both improve and enhance the products and services we offer to our customers. This is a rather large undertaking for us and we expect to be fully converted to the new processing system by the end of the year. We are confident the transition will occur smoothly; however we understand that things can happen and apologize in advance if this conversion inconveniences you in any way. The following information is provided to explain what you should expect and, in some cases, what you need to do before, during and after the system conversion. Please read the information that applies to the products you currently use as a Volunteer Federal customer. Should you have any questions, or if you experience any issue after the system conversion, please contact our Customer Help Center at 423-884-2851.
DEPOSIT ACCOUNT CUSTOMERS:
You may receive two account statements for the month of December.
WHAT TO EXPECT: The system conversion occurred in the middle of our December 2013 statement cycle (December 5th and 6th). Some customers will receive a statement generated from our old core system which will provide account information from the last statement date to the conversion date. These same customers will also receive a second statement from our new core system which will provide information from the conversion date to the next regular statement ending date. For example, if your statement cycle date ends on the 15th of every month, you should receive one statement covering the period beginning November 16th through December 5th and a second statement covering the period beginning December 6th through December 15th.
WHAT TO DO: If you receive two statements in December, please be sure they cover the entire statement period. If you have any questions or experience any issues, please call our Customer Help Center at 423-884-2851.
INFO 24 CUSTOMERS:
You may be required to reset your PIN number after the system conversion.
WHAT TO EXPECT: For customers who use our Info24 service, the system may require you to re-establish your PIN number after the system conversion.
WHAT TO DO: Please follow the prompts on the system when you dial the Info24 number (1-800-436-5124). If you have any questions or experience any issues, please call our Customer Help Center at 423-884-2851.
INTERNET BANKING CUSTOMERS:
Your Internet banking account has been converted to NetTeller, Volunteer Federal's new Internet Banking product. Internet Banking can now be accessed by clicking on the above link for "Online Banking"
or at https://www.netteller.com/volunteerfederal.
WHAT TO EXPECT: We have transferred your account information and established access links to the new system.
WHAT TO DO: The first time you use Internet Banking after our conversion to NetTeller, you will need to re-enroll using the NetTellerID mailed to you. If you have not received your NetTellerID, please call your local branch. It is also important to note that you may have to "reload" or "refresh" your browser to clear any cached links on your computer. The re-enrollment process is necessary so that the new system can establish all of the security features for your account. Once re-enrolled, all of your account information should be accessible. If you have any questions or experience any issues, please call our Customer Help Center at 423-884-2851.
ONLINE BILL PAY CUSTOMERS:
Your online bill pay account has been converted to Volunteer Federal's new system platform.
WHAT TO EXPECT: We have transferred your account information and established access links to the new system. It is important for you to know that ALL scheduled bill payments saved on the old system have been transferred over to the new bill pay system and will be processed as scheduled. Please be reminded that e-bills ("electronic bills" sent to your online bill pay account from creditors) will NOT convert to the new system. For those of you who currently use e-bills, please make note that you will have to set them up again in the new online bill pay system.
WHAT TO DO: Remember to first re-enroll in Internet Banking (see above). Once re-enrolled, your Online Bill Pay account information can be accessed. At that time, please review your account and make sure all the information has successfully converted to the new system. If you used e-bills on the old system, please remember to set them up again on the new system. See links below for additional resources for Online Bill Pay. If you have any questions or experience any issues, please call our Customer Help Center at 423-884-2851.
All other products and services will not be affected by the system conversion. We are hopeful everything will transition over to the new system successfully. While we do not anticipate any issues, we do appreciate your patience and understanding during this time. The new system will strengthen the bank, will improve processing efficiency, and will expand and enhance services to you, our valued customer. Just know we are always committed to exceeding your expectations, we thank you for choosing Volunteer Federal, and we look forward to serving you in more efficient and convenient ways.
Bill Pay Video